About you
We are looking for a confident and compassionate professional with experience of working in a housing, homelessness or customer focused environment.
About the role
As a Triage Officer, you will be the first port of call giving advice and assistance to customers who are homeless or threatened with homelessness. You will engage with customers face to face, by telephone and by email, gathering essential information, assessing risk and urgency, and ensuring that cases are progressed promptly and accurately in line with homelessness legislation and council procedures. You will work closely with colleagues across Housing Needs and Homelessness, wider council services, and external partner organisations to ensure customers are supported and signposted to the right help at the right time. This is a challenging but highly rewarding role, requiring empathy, sound judgement and the ability to work confidently in fast paced and sometimes complex situations.
Key Responsibilities
- Act as the first point of contact for customers who are homeless or at risk of homelessness, including self referrals and duty to refer cases
- Carry out structured triage assessments, gathering key information on housing situation, risks, and immediate needs
- Assess urgency and risk, including situations involving rough sleeping, domestic abuse, safeguarding concerns, or hospital/institutional discharge
- Provide early housing advice, including tenancy rights, eviction processes and homelessness prevention options
- Verify eligibility for assistance under homelessness legislation
- Accurately record information, upload evidence and prepare cases for allocation to Casework or Early Intervention and Sustainment Officers
- Signpost and refer customers to appropriate internal and external support services
- Work in a trauma informed and psychologically informed way at all times
- Contribute to service performance, quality assurance and continuous improvement
- Respond appropriately to safeguarding concerns and incidents, escalating where required
- Maintain high standards of customer care and professionalism in line with council policies
About the team
The Customer Support Team (Housing Needs Team) are committed to helping and supporting each other and the people of Exeter with complex and unprecedented challenges.
Our commitment
At Exeter City Council we are fully committed to having a diverse and inclusive workforce to reflect the communities we serve. To support this commitment we will strive to implement reasonable adjustments to support any members of our communities who face barriers in recruitment processes, irrespective of the reason. We are also proud to be a Disability Confident Employer and have committed to guaranteeing an interview to anyone with a disability whose application meets the minimum criteria for the post.
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